LoungePair Plus Specific Terms of Use

Effective: 8 September 2026 (supersedes the prior version dated 12 December 2024)

1. Meaning of Terms

In these Terms and Conditions:

  • “LoungePair”, “we”, “us”, or “our” has the meaning given in the “About LoungePair” section of the General Terms of Use — that is, the LoungePair group entity that contracts with you for a particular purchase, as identified at checkout and on your purchase confirmation.

  • “LoungePair Plus” (also written “LoungePair+”) refers to LoungePair’s paid membership program. The two names are used interchangeably across our website and communications.

  • “Member”, “Members”, “you”, or “your” refers to an individual with an active LoungePair Plus membership.

  • “Membership” refers to your LoungePair Plus subscription. “Membership year” means each 12-month period of your Membership, starting on the date your Membership begins or renews.

  • “Pass”, “Passes”, or “Lounge Pass” means a single-use entry pass to an airport lounge.

  • “Pass Credit” is a form of bonus credit (as described in the Wallet Terms) granted in connection with your Membership — for example, earned through the LoungePair Plus Rewards program (section 4), retained under the FlexiPass Benefit (section 5), or granted as a Lounge Quality Guarantee remedy (section 7) — and redeemable for future lounge passes. Pass Credit is non-cash, non-transferable, and non-refundable to any payment method.

  • “Stamp” is a unit earned for each eligible lounge visit, used to track progress towards earning Pass Credits.

  • “FlexiPass” refers to a lounge pass with flexible refund terms, as set out in section 3 of the Refund and Cancellation Policy.

  • “Companion” means a person traveling with a Member who is eligible for the Companion Pass Discount.

2. Relation to General Terms, Privacy Policy, and Other Specific Terms

2.1 Incorporation of General Terms and Specific Terms

These LoungePair Plus Terms and Conditions (“Plus Terms”) are in addition to, and supplement:

In the event of any conflict between these Plus Terms and any of the other documents above, these Plus Terms prevail with respect to your Membership.

By agreeing to these Plus Terms, you also agree to be bound by the terms and policies above.

2.2 Privacy Policy

Your use of LoungePair Plus is subject to our Privacy Policy. The Privacy Policy explains how we collect, use, and protect your personal information in relation to all LoungePair services, including LoungePair Plus. Section 13 of the Privacy Policy describes LoungePair Plus, wallet, and gift card data flows specifically.

2.3 LoungePair Plus Specific Provisions

  • Data collection and use: as a Member, we may collect additional data related to your membership status, rewards accrual, and benefit usage. This data is used to provide and improve LoungePair Plus services, as described in the Privacy Policy.

  • Marketing communications: Members may receive additional marketing communications related to exclusive offers and benefits. You can opt out of these communications at any time as set out in the Privacy Policy.

  • Third-party services: some LoungePair Plus benefits may involve third-party services. When using these services, you may be subject to the third party’s terms and privacy policy, as described in the General Terms of Use and Privacy Policy.

2.4 Interaction with Other LoungePair Services

  • Your Membership is separate from, but complementary to, other LoungePair services.

  • Benefits of LoungePair Plus cannot be combined with other promotional offers unless explicitly stated.

  • In case of conflicts between LoungePair Plus benefits and other LoungePair services, the terms most favorable to the Member will generally apply, subject to LoungePair’s discretion.

2.5 Amendments

LoungePair Plus is an ongoing service relationship. We will provide direct notice (by email to your registered address) at least 30 days before a material change to these Plus Terms takes effect.

Your continued use of LoungePair Plus after such changes constitutes acceptance of the updated terms. For amendments to the General Terms of Use and other Specific Terms, see section 1 of the General Terms of Use.

2.6 Termination

Termination of your Membership does not affect your obligations under the General Terms of Use or any other Specific Terms for any other LoungePair services you may continue to use.

3. Membership and Payment Terms

3.1 Program Overview

  • LoungePair Plus is a membership program offering exclusive benefits.

  • Members may only hold one LoungePair Plus account.

  • Membership benefits are described on the LoungePair Plus page on the website.

  • LoungePair Plus benefits may vary based on specific program versions or Bespoke Programs (see section 15). Refer to your Membership details for the exact benefits applicable to your subscription.

3.2 Fees and Payment

  • The current membership fee is displayed on our website at the time of purchase and is payable in advance.

  • We accept the payment methods displayed at checkout.

  • LoungePair reserves the right to change the membership fee or introduce different membership durations. Any changes will be communicated as described in section 3.3 (Membership Term and Renewal).

  • Fees for Bespoke Programs (if any) may differ from the standard LoungePair Plus membership fee. Refer to your specific program terms for details.

3.3 Membership Term and Renewal

  • Your initial Membership term is as specified at the time of purchase.

  • Membership automatically renews for the same term length unless we advise otherwise or you cancel before the renewal date.

  • If we change the membership fee or term length, we will notify you at least 30 days before your next renewal date.

  • Any changes will take effect on your next renewal date. You will have the option to cancel before the new terms take effect.

3.4 Payment Issues

  • If your payment fails, we’ll attempt to process it again within a few days.

  • If payment continues to fail, your Membership may be suspended or canceled.

3.5 Additional Purchases

All purchases of a Lounge Pass or other services are separate transactions and will be charged at the time of purchase, subject to the Refund and Cancellation Policy.

3.6 General

  • Benefits and rewards associated with LoungePair Plus are non-transferable unless otherwise stated.

  • LoungePair reserves the right to modify, add, or remove benefits with reasonable notice to Members (see section 10).

4. LoungePair Plus Rewards

  • Members earn one Stamp for each eligible lounge visit.

  • After collecting 10 Stamps, Members receive a Pass Credit worth 10% of their total spend on those 10 visits.

  • Pass Credits are a form of Bonus Credit governed by the Wallet Terms. They are non-cash, non-transferable, and non-refundable to any payment method.

  • Pass Credits can be used towards future Lounge Pass purchases.

  • Pass Credits are valid for the duration of your Membership or 3 years from issuance, whichever comes first.

  • There is no limit to the number of Pass Credits a Member can earn, subject to the validity clause above.

5. FlexiPass Benefit

All Passes purchased by Members — other than Prebook passes, which are governed by the Prebook Terms and are already fully flexible until 24 hours before the booked window — are automatically issued as a FlexiPass at no additional FlexiPass fee. The FlexiPass benefit is included as part of your Membership.

If you do not use a FlexiPass, you may request either of the following options:

  1. Cash refund to your original payment method of the full pass value, in accordance with section 3 of the Refund and Cancellation Policy; or

  2. Retain the pass value as Pass Credit in your account, plus a 5% bonus Pass Credit. Retained credit and any bonus Pass Credit must be used within 3 years from the original purchase date of the FlexiPass, in accordance with the Wallet Terms, and are subject to section 12 if your Membership is canceled or ends. The bonus Pass Credit granted under this option (b) is capped at US$30 per calendar year per Member.

To request a FlexiPass refund or to elect option (b), contact our support team at support@loungepair.com before the pass expires. Stamps earned for a FlexiPass that is subsequently refunded or credited under this section will be voided.

6. Companion Pass Discount

  • One or more Companion Pass Discounts may be used per order, provided that each discounted Companion Pass is purchased in conjunction with a full-price pass on the same order.

  • The Companion is expected to be traveling with the Member on the same itinerary.

  • Companion Pass Discounts are a benefit of the Membership year in which they are used: the Companion Pass must be purchased during your Membership year, although the lounge visit itself may take place after that year ends. Any annual allowance of Companion Pass Discounts shown in your Membership details resets on renewal and does not roll over.

7. Lounge Quality Guarantee

7.1 Member commitment

LoungePair is committed to ensuring Member satisfaction with their lounge experiences. If a Member is dissatisfied with their lounge visit, they may submit a claim under our Lounge Quality Guarantee.

7.2 Claim submission process

Claims must be submitted to support@loungepair.com within 72 hours of the lounge visit, and must include sufficient detail, including:

  • date and time of visit;

  • lounge name and location;

  • clear explanation of the issue(s) encountered;

  • supporting evidence (for example, photos, where applicable).

7.3 Claim limit

Members are entitled to two (2) guaranteed claims per Membership year, which will be honored without further questions, subject to the claim meeting the requirements in section 7.2.

Additional claims beyond the two guaranteed claims may be considered at LoungePair’s sole discretion.

7.4 Remedies

For valid claims, LoungePair commits to making it right for the Member. The remedy may include, but is not limited to:

  • a refund of the pass price paid, issued in accordance with the Refund and Cancellation Policy;

  • Pass Credit toward future Pass purchases (as Bonus Credit under the Wallet Terms);

  • alternative compensation of equal value to the pass price; or

  • for denied access, a cash refund to your original payment method plus a Pass Credit equal to 5% of the pass price — a Member-exclusive enhancement to the standard denied-access refund under sections 2 and 4 of the Refund and Cancellation Policy.

The specific remedy will be determined by LoungePair based on the nature of the claim and the Member’s preferences.

7.5 Resolution process

LoungePair will acknowledge receipt of a claim within 2 business days. A decision regarding the claim and the proposed remedy will be communicated to the Member within 10 business days of the claim submission.

7.6 Data sharing

LoungePair reserves the right to share claim information with lounge partners and other parties involved in delivering your pass, to improve service quality and to verify claims. Personal information will be handled in accordance with our Privacy Policy.

7.7 Abuse prevention

LoungePair reserves the right to suspend or terminate the Lounge Quality Guarantee for any Member found to be abusing this benefit. Repeated frivolous claims may result in review and potential limitation of this benefit.

7.8 Statutory rights

This Lounge Quality Guarantee is provided in addition to, and does not affect, any rights you have under the consumer protection law of your country of residence that cannot be excluded by contract.

8. Renewal Bonus

  • Members may receive additional benefits upon renewing their Membership.

  • Renewal bonuses are individualized for each Member and may include additional Pass Credits or other perks as determined by LoungePair.

  • Renewal bonuses are valid for the duration of the renewed Membership period.

  • Bonuses are non-transferable and limited to one per renewal cycle.

9. Priority Customer Support

  • Members receive priority access to customer support.

  • While support is prioritized, specific response times are not guaranteed.

  • Priority support covers Membership-related matters and help using your passes — for example, Membership billing, Pass Credits and other benefits, a pass not being recognized at a lounge, or a lounge being unable to admit you. General inquiries — for example, pre-purchase questions about lounges or how the LoungePair service works — are handled through our standard support channels.

  • Cases involving lounge-specific issues may take longer to resolve if an investigation by the Lounge is required. LoungePair will keep the Member informed of any developments.

10. Changes to Benefits

  • LoungePair reserves the right to modify, add, or remove benefits associated with Membership at any time.

  • We will provide at least 30 days’ notice of any significant changes to benefits via email and/or prominent notice on our website.

  • Changes to benefits will typically take effect at the start of the next Membership period for existing Members.

  • In some cases, we may need to make immediate changes for legal or security reasons. We will notify Members as soon as possible in such instances.

  • In the event of immediate changes that LoungePair, at its sole discretion, deems to be a significant reduction in benefits, affected Members may be offered the option to cancel their Membership and receive a pro-rata refund for the remainder of their current Membership period.

  • Continued use of LoungePair Plus after changes take effect constitutes acceptance of the new terms and benefits.

  • Changes to benefits for Bespoke Programs may be communicated separately and may follow different timelines than those stated for the standard LoungePair Plus program.

11. Membership Tiers and Levels

  • LoungePair may introduce different tiers or levels within the Plus program in the future.

  • If introduced, tier eligibility and benefits will be communicated to Members.

  • LoungePair reserves the right to modify, add, or remove Membership tiers at any time, with notice provided as outlined in section 10 (Changes to Benefits).

  • Bespoke Programs (section 15) may have unique tier structures or benefits that differ from the standard LoungePair Plus program.

12. Cancellation

  • LoungePair Plus membership fees are non-refundable once your Membership has commenced. No refunds are provided for the current or any partial Membership period, whether or not you use the Membership benefits during that period.

  • Members may cancel their Membership at any time through their account settings or by contacting customer support.

  • Cancellation will take effect at the end of the current billing period. The Membership will not auto-renew.

  • Upon cancellation:

    • Members retain access to all benefits until the end of the current Membership period.

    • Unused Pass Credits remain valid until the end of the current Membership period or their original expiry date, whichever comes first, in accordance with the Wallet Terms.

    • Unused FlexiPass Passes retain their flexibility until their original expiration date, governed by section 3 of the Refund and Cancellation Policy.

    • Unused Companion Pass Discounts are forfeited at the end of the Membership period.

  • If a person rejoins LoungePair Plus within 30 days of their Membership expiring, their account history and any valid Pass Credits will be reinstated.

  • LoungePair reserves the right to cancel Memberships in cases of fraudulent activity, abuse of benefits, or violation of these Plus Terms or the General Terms of Use.

13. Dispute Resolution for Plus Benefits

  • Disputes specifically related to LoungePair Plus benefits (such as Pass Credits, FlexiPass refunds, or Companion Pass Discounts) should be submitted to support@loungepair.com.

  • LoungePair will make reasonable efforts to resolve disputes related to Plus benefits within 14 business days of receipt.

  • If a dispute cannot be resolved through this process, it will be subject to the general dispute resolution procedures set out in section 14 of the General Terms of Use.

14. Program Changes or Termination

  • LoungePair reserves the right to significantly alter or terminate the LoungePair Plus program.

  • In the event of program termination:

    • Members will be given at least 60 days’ notice via email and prominent notice on our website.

    • Members will retain access to all benefits until the end of their current paid Membership period.

    • LoungePair may, at its discretion, offer pro-rata refunds or alternative compensation to affected Members.

  • In the event of significant program alterations, Members will be given the option to cancel their Membership and receive a pro-rata refund if they do not wish to continue under the new terms.

15. Bespoke LoungePair Plus Programs

  • LoungePair may offer bespoke versions of the LoungePair Plus program (“Bespoke Programs”) with modified terms, benefits, or pricing.

  • Bespoke Programs may be offered to specific groups, organizations, or individuals at LoungePair’s discretion.

  • Terms and conditions for Bespoke Programs will be provided separately and may supersede or complement these standard LoungePair Plus Terms.

  • In the event of any conflict between these standard LoungePair Plus Terms and the terms of a Bespoke Program, the Bespoke Program terms prevail for Members of that program.

16. Statutory Rights

Nothing in these Plus Terms limits any rights you have under the consumer protection law of your country of residence that cannot be excluded by contract.

Contact

For any questions or concerns regarding these Plus Terms, the General Terms of Use, or any of the other Specific Terms, please contact us at support@loungepair.com.